This document provides guidance on telephoning in English, including telephone etiquette, suggestions for common telephone situations, the international telephone alphabet, and number pronunciations. It offers polite phrases for answering the phone, asking for someone, leaving messages, starting and ending calls. It also presents the International Civil Aviation Organization phonetic alphabet and pronunciations for numbers and symbols used in telephone numbers. The overall purpose is to help non-native English speakers communicate effectively over the phone.
This document provides guidance on telephone conversations in English. It discusses introducing yourself when answering the phone, using polite phrases when asking to speak to someone or inquire about a reason for calling. It also covers holding a call, transferring a call, what to say when a person is unavailable, leaving voicemail or written messages, and asking someone to repeat themselves if a call is unclear. The overall purpose is to help non-native English speakers navigate common telephone situations politely and effectively.
This document provides an English lesson on modals of politeness, leaving phone messages, and writing informal emails. It includes examples of using can, could, will and would to make polite requests. It also gives templates for phone messages and meeting emails. Students practice role playing phone conversations, writing polite request sentences, and responding to a sample meeting email. The homework is to send the practice email for revision.
This document provides information and guidelines about proper telephone etiquette and skills. It includes questions about a person's phone usage. It then lists formal and informal phrases used in phone conversations in English. The document also provides role-playing scenarios to practice asking for a message to be left, making a dinner reservation, and scheduling a doctor's appointment over the phone. The goal is to help people improve their telephone communication skills.
This document provides guidance on how to make, confirm, cancel, and reschedule appointments in English. It includes sample dialogues for requesting or making an appointment, responding to a request, confirming or agreeing on details, disagreeing and proposing alternatives, and canceling or changing an appointment. Examples are provided for each case. The document concludes with instructions for a role play activity where the reader takes on the role of a sales representative scheduling meetings with managers in Europe.
This document provides guidance on conducting effective business meetings. It outlines the key parts of opening a meeting by welcoming attendees and doing introductions. It emphasizes following the agenda by taking minutes, watching the time, regaining focus if needed, and allowing comments and feedback. The document also discusses how to close a meeting by wrapping up, thanking attendees, and planning follow up. The overall purpose is to summarize best practices for structuring and facilitating productive business meetings.
GREETINGS: how to introduce oneself and other peopleWie Wien
This document provides standards and examples of competence in listening comprehension for basic greetings, introductions, instructions, prohibitions, requests for and provision of information, thanks, apologies, and expressions of politeness in both formal and informal situations. Examples include greetings like "Hello" and "Good morning/afternoon/evening/night", introductions, asking someone's name, commands to perform actions, and short dialogues on these topics for students to practice.
This document provides examples of phrases for asking for and giving directions. It includes phrases like "How do I get to...", "Go straight on", "Turn left/right", and "Take the first/second road on the left/right." It also has examples of filling in the blanks in directions and asking for clarification on missing words. The purpose is to illustrate common phrases used when asking for and providing directions to locations.
This document provides guidance on telephone conversations in English. It discusses introducing yourself when answering the phone, using polite phrases when asking to speak to someone or inquire about a reason for calling. It also covers holding a call, transferring a call, what to say when a person is unavailable, leaving voicemail or written messages, and asking someone to repeat themselves if a call is unclear. The overall purpose is to help non-native English speakers navigate common telephone situations politely and effectively.
This document provides an English lesson on modals of politeness, leaving phone messages, and writing informal emails. It includes examples of using can, could, will and would to make polite requests. It also gives templates for phone messages and meeting emails. Students practice role playing phone conversations, writing polite request sentences, and responding to a sample meeting email. The homework is to send the practice email for revision.
This document provides information and guidelines about proper telephone etiquette and skills. It includes questions about a person's phone usage. It then lists formal and informal phrases used in phone conversations in English. The document also provides role-playing scenarios to practice asking for a message to be left, making a dinner reservation, and scheduling a doctor's appointment over the phone. The goal is to help people improve their telephone communication skills.
This document provides guidance on how to make, confirm, cancel, and reschedule appointments in English. It includes sample dialogues for requesting or making an appointment, responding to a request, confirming or agreeing on details, disagreeing and proposing alternatives, and canceling or changing an appointment. Examples are provided for each case. The document concludes with instructions for a role play activity where the reader takes on the role of a sales representative scheduling meetings with managers in Europe.
This document provides guidance on conducting effective business meetings. It outlines the key parts of opening a meeting by welcoming attendees and doing introductions. It emphasizes following the agenda by taking minutes, watching the time, regaining focus if needed, and allowing comments and feedback. The document also discusses how to close a meeting by wrapping up, thanking attendees, and planning follow up. The overall purpose is to summarize best practices for structuring and facilitating productive business meetings.
GREETINGS: how to introduce oneself and other peopleWie Wien
This document provides standards and examples of competence in listening comprehension for basic greetings, introductions, instructions, prohibitions, requests for and provision of information, thanks, apologies, and expressions of politeness in both formal and informal situations. Examples include greetings like "Hello" and "Good morning/afternoon/evening/night", introductions, asking someone's name, commands to perform actions, and short dialogues on these topics for students to practice.
This document provides examples of phrases for asking for and giving directions. It includes phrases like "How do I get to...", "Go straight on", "Turn left/right", and "Take the first/second road on the left/right." It also has examples of filling in the blanks in directions and asking for clarification on missing words. The purpose is to illustrate common phrases used when asking for and providing directions to locations.
This document provides guidance on greetings and introductions when talking to strangers. It discusses opening conversations both formally and informally and suggests topics to continue the conversation such as personal information, identity, place of birth, hobbies, and school or work life. Examples of greetings and closings are provided. The document also encourages role playing conversations with strangers and assigns listening and oral exercises related to greetings and introductions.
The document contains vocabulary and phrases related to meetings. It provides definitions for common terms used in scheduling meetings such as cancel, postpone, reschedule, absent, collaborate, brainstorm, mandatory, agenda, minutes, objectives, strategy, develop, and wrap up. Examples are given that use the terms in the context of planning and holding business meetings.
This document provides information and examples about giving advice and suggestions to others. It discusses the difference between the noun "advice" and the verb "advise," and provides examples of their correct usage. The document also gives clues and structures for making suggestions or recommendations using modal verbs like "should," "could," and "might." Finally, it provides phrases for giving advice diplomatically, and examples of using those phrases in workplace situations.
John Smith from Cambridge University Press calls English Home and asks to speak to Mr. Alyeni, but is told he is not available. The person taking the call offers to take a message, and John asks that Mr. Alyeni call him back later.
The document provides guidance on effective business communication in English, including how to write professional emails, communicate with clients, use positive language, and give presentations. It outlines the six key steps to write a perfect professional email: subject line, greeting, thanking, stating purpose, closing remarks, and sign-off. Sample emails, meeting minutes, and reminders are also included to demonstrate proper business communication styles and formats.
This document discusses different ways to politely ask permission, offer help, and make requests. It compares question structures for asking permission like "Can I leave early?" versus "May I leave early?" and explains that indirect questions are generally more polite than direct ones for making requests. Examples are provided for offering help using phrases like "Shall I carry your bag?" and for making polite requests that avoid direct questions.
This document provides guidelines for effective greetings and introductions. It recommends smiling, introducing yourself, asking non-threatening questions, and listening attentively. Specific greeting forms are outlined for different levels of formality from formal to informal. Common greeting questions like "How are you?" are examined, noting that a response should not include negative feelings but rather state that one is fine or doing well.
The document provides instructions for having a phone conversation, including how to start a call, ask to speak to someone, leave a message if the wanted person isn't there, and finish the call. It also includes an example phone call dialogue and encourages practicing phone calls in pairs using the provided framework.
This document provides guidance on proper telephone etiquette for receiving and making calls. It offers sample dialogues and phrases for answering the phone at home or in an office setting. When receiving a call, one may ask who is calling, request the caller to hold, connect them to the intended person, or take a message if they are unavailable. When making a call, one should request to speak to a specific person or department, identify themselves, and leave a message with their name, time, reason for calling, and contact number if the person is not available. Sample dialogues demonstrate properly identifying oneself when calling and leaving a message. The document stresses providing all important details when leaving a message on an answering machine or with another person.
The document provides vocabulary and expressions for making phone calls and conducting phone conversations in English. It includes terms like country code, area code, telephone number, to dial, and expressions like "Just a moment, please" and "Who's speaking?". It also presents two sample phone call role plays between students planning to meet for coffee and a job applicant leaving a message for an unavailable boss.
Social english greeting, introducing and welcomingRabby Zibon
How to respond in different situations? This presentation guides you to respond in different situations formally, semi-formally and informally for Greeting, Introducing and Welcoming.
This document discusses formal and informal greetings in English. It provides examples of common formal greetings like "good morning" and responses like "how are you." Informal greetings given as examples include "hello" and "hi" with responses like "pretty good." The document also contains two dialogues demonstrating the use of formal and informal greetings in conversations. It concludes by stating it will provide further study on conversations about greeting expressions.
The document provides examples of phrases to use when expressing an apology or forgiving someone. It lists common apologies like "I'm sorry", "Please forgive me", and ways to accept an apology such as "It's okay", "Never mind", "I forgive you". It then gives a short example dialogue where Sari breaks Aldo's pencil and apologizes, with Aldo accepting the apology.
The document discusses ways to make and respond to suggestions. It provides examples of phrases to use when making a suggestion, such as "I think we should..." and "Why don't we...". It also gives examples of supportive responses like "That's a good idea" and non-supportive responses like "I don't think that's a good idea". The document advises that when not supporting a suggestion, it's best to offer an alternative option instead.
The document provides examples of language for different conversational situations in English, including asking for and providing information, asking questions, expressing cause and effect, contrasting ideas, giving instructions, making suggestions, offering help, and stating preferences. Key phrases and sentence structures are given for initiating, maintaining, and concluding conversations.
This document provides guidance on telephoning in English. It covers topics such as starting and finishing phone calls politely, exchanging information over the phone, and dealing with problems that may arise. Specific guidance is given on introducing oneself, asking to speak to others, checking information, spelling words clearly, and summarizing or recapping discussions for teleconferences. Common mistakes to avoid are also highlighted. The overall purpose is to help improve English phone skills.
The document discusses giving advice and contains various statements of issues or problems people may have, such as being tired, hungry, or having a cold, as well as statements suggesting going to see a doctor for a cold.
Simon emailed Ivo asking to learn about his life and family. Ivo replied introducing himself, his family and hobbies. He suggested they continue emailing to improve his English and maybe meet up if Simon visits the Czech Republic.
This document provides examples of greetings and introductions in both formal and informal contexts. It begins with tables showing common formal and informal greetings and potential responses. Example conversations then demonstrate greetings between friends, when meeting someone for the first time, and introducing oneself or others. The document concludes with additional common phrases for greetings and introductions and suggests practicing similar conversations in pairs.
This document provides guidance on telephoning in English. It covers telephone etiquette, suggestions for common telephone situations like answering calls, asking for someone, leaving messages, etc. It also includes exercises to practice telephone vocabulary and pronunciations. The document is divided into sections on general information, etiquette, suggestions for different call situations, oral exercises, the international telephone alphabet, number pronunciations and symbols. It aims to help improve English communication skills for telephoning.
Telephoning in english_by_learnwell_oyHendri Ilyas
This document provides guidance on telephone etiquette and suggestions for common telephone situations. It includes tips for answering the phone, asking for someone, transferring calls, leaving messages, starting and ending calls. It also covers what to say if the person is unavailable or on another call. The document aims to help readers communicate effectively over the telephone.
This document provides guidance on greetings and introductions when talking to strangers. It discusses opening conversations both formally and informally and suggests topics to continue the conversation such as personal information, identity, place of birth, hobbies, and school or work life. Examples of greetings and closings are provided. The document also encourages role playing conversations with strangers and assigns listening and oral exercises related to greetings and introductions.
The document contains vocabulary and phrases related to meetings. It provides definitions for common terms used in scheduling meetings such as cancel, postpone, reschedule, absent, collaborate, brainstorm, mandatory, agenda, minutes, objectives, strategy, develop, and wrap up. Examples are given that use the terms in the context of planning and holding business meetings.
This document provides information and examples about giving advice and suggestions to others. It discusses the difference between the noun "advice" and the verb "advise," and provides examples of their correct usage. The document also gives clues and structures for making suggestions or recommendations using modal verbs like "should," "could," and "might." Finally, it provides phrases for giving advice diplomatically, and examples of using those phrases in workplace situations.
John Smith from Cambridge University Press calls English Home and asks to speak to Mr. Alyeni, but is told he is not available. The person taking the call offers to take a message, and John asks that Mr. Alyeni call him back later.
The document provides guidance on effective business communication in English, including how to write professional emails, communicate with clients, use positive language, and give presentations. It outlines the six key steps to write a perfect professional email: subject line, greeting, thanking, stating purpose, closing remarks, and sign-off. Sample emails, meeting minutes, and reminders are also included to demonstrate proper business communication styles and formats.
This document discusses different ways to politely ask permission, offer help, and make requests. It compares question structures for asking permission like "Can I leave early?" versus "May I leave early?" and explains that indirect questions are generally more polite than direct ones for making requests. Examples are provided for offering help using phrases like "Shall I carry your bag?" and for making polite requests that avoid direct questions.
This document provides guidelines for effective greetings and introductions. It recommends smiling, introducing yourself, asking non-threatening questions, and listening attentively. Specific greeting forms are outlined for different levels of formality from formal to informal. Common greeting questions like "How are you?" are examined, noting that a response should not include negative feelings but rather state that one is fine or doing well.
The document provides instructions for having a phone conversation, including how to start a call, ask to speak to someone, leave a message if the wanted person isn't there, and finish the call. It also includes an example phone call dialogue and encourages practicing phone calls in pairs using the provided framework.
This document provides guidance on proper telephone etiquette for receiving and making calls. It offers sample dialogues and phrases for answering the phone at home or in an office setting. When receiving a call, one may ask who is calling, request the caller to hold, connect them to the intended person, or take a message if they are unavailable. When making a call, one should request to speak to a specific person or department, identify themselves, and leave a message with their name, time, reason for calling, and contact number if the person is not available. Sample dialogues demonstrate properly identifying oneself when calling and leaving a message. The document stresses providing all important details when leaving a message on an answering machine or with another person.
The document provides vocabulary and expressions for making phone calls and conducting phone conversations in English. It includes terms like country code, area code, telephone number, to dial, and expressions like "Just a moment, please" and "Who's speaking?". It also presents two sample phone call role plays between students planning to meet for coffee and a job applicant leaving a message for an unavailable boss.
Social english greeting, introducing and welcomingRabby Zibon
How to respond in different situations? This presentation guides you to respond in different situations formally, semi-formally and informally for Greeting, Introducing and Welcoming.
This document discusses formal and informal greetings in English. It provides examples of common formal greetings like "good morning" and responses like "how are you." Informal greetings given as examples include "hello" and "hi" with responses like "pretty good." The document also contains two dialogues demonstrating the use of formal and informal greetings in conversations. It concludes by stating it will provide further study on conversations about greeting expressions.
The document provides examples of phrases to use when expressing an apology or forgiving someone. It lists common apologies like "I'm sorry", "Please forgive me", and ways to accept an apology such as "It's okay", "Never mind", "I forgive you". It then gives a short example dialogue where Sari breaks Aldo's pencil and apologizes, with Aldo accepting the apology.
The document discusses ways to make and respond to suggestions. It provides examples of phrases to use when making a suggestion, such as "I think we should..." and "Why don't we...". It also gives examples of supportive responses like "That's a good idea" and non-supportive responses like "I don't think that's a good idea". The document advises that when not supporting a suggestion, it's best to offer an alternative option instead.
The document provides examples of language for different conversational situations in English, including asking for and providing information, asking questions, expressing cause and effect, contrasting ideas, giving instructions, making suggestions, offering help, and stating preferences. Key phrases and sentence structures are given for initiating, maintaining, and concluding conversations.
This document provides guidance on telephoning in English. It covers topics such as starting and finishing phone calls politely, exchanging information over the phone, and dealing with problems that may arise. Specific guidance is given on introducing oneself, asking to speak to others, checking information, spelling words clearly, and summarizing or recapping discussions for teleconferences. Common mistakes to avoid are also highlighted. The overall purpose is to help improve English phone skills.
The document discusses giving advice and contains various statements of issues or problems people may have, such as being tired, hungry, or having a cold, as well as statements suggesting going to see a doctor for a cold.
Simon emailed Ivo asking to learn about his life and family. Ivo replied introducing himself, his family and hobbies. He suggested they continue emailing to improve his English and maybe meet up if Simon visits the Czech Republic.
This document provides examples of greetings and introductions in both formal and informal contexts. It begins with tables showing common formal and informal greetings and potential responses. Example conversations then demonstrate greetings between friends, when meeting someone for the first time, and introducing oneself or others. The document concludes with additional common phrases for greetings and introductions and suggests practicing similar conversations in pairs.
This document provides guidance on telephoning in English. It covers telephone etiquette, suggestions for common telephone situations like answering calls, asking for someone, leaving messages, etc. It also includes exercises to practice telephone vocabulary and pronunciations. The document is divided into sections on general information, etiquette, suggestions for different call situations, oral exercises, the international telephone alphabet, number pronunciations and symbols. It aims to help improve English communication skills for telephoning.
Telephoning in english_by_learnwell_oyHendri Ilyas
This document provides guidance on telephone etiquette and suggestions for common telephone situations. It includes tips for answering the phone, asking for someone, transferring calls, leaving messages, starting and ending calls. It also covers what to say if the person is unavailable or on another call. The document aims to help readers communicate effectively over the telephone.
This document provides guidance on telephoning in English, including telephone etiquette, suggestions for answering calls, asking questions, taking messages, and starting and ending phone conversations. It also includes exercises to practice phone skills and information on pronouncing numbers and the international telephone alphabet. The document covers best practices for communicating effectively over the phone in English.
I'm afraid Mr. Rahul isn't available at the moment. He's in a meeting that will last until noon. Would you like me to take a message?
33
Yes, please. Can you tell him that
John Smith from Cambridge
University called regarding the
seminar next month. My number is
555-1234. Thank you.
Certainly, I'll pass that message along. Thank you for calling and have a good day.
You're welcome. Thank you.
Goodbye.
34
35
Good afternoon. ABC Company,
how may I direct your call?
Good afternoon. Can I please speak to
Ms. Lee?
Just one
The document provides information about telephone conversations and communication. It begins with a brief history of the telephone and its invention by Alexander Graham Bell. It then discusses the basic components of communication including a sender, message, channel, and receiver. Examples are given of both informal phone conversations between friends and more formal conversations in a workplace setting. The document also outlines some common problems that can occur with the sender, message, channel, or receiver during phone calls and provides tips for successful telephone conversations in English.
The document provides vocabulary and examples for common phrases used during phone calls and customer service interactions. It includes phrases for making contact, giving information, taking a call, asking for details, connecting callers, giving negative responses, dealing with technical issues, leaving messages, and sample phone call transcripts. Key phrases include "Who's calling please?", "Just a moment please", "I'll connect you now", "I'm afraid he's not available", "Could you repeat that?", and "Who shall I say is calling?".
Teaching material unit 3 - listening skill asking and giving information on t...Jatniatur Rahmi
This document provides common phrases used when telephoning to ask for or provide information. It lists question words like what, when, where, who, why and how that are used to ask for information. It then gives examples of phrases for making contact, giving more details, taking a call, asking for names or information, asking callers to wait, connecting calls, providing negative information, dealing with telephone problems, and leaving or taking messages.
This document provides guidance on proper telephone etiquette and handling phone calls. It begins by outlining some common telephone situations like making and receiving calls, and leaving messages. It then provides sample phone conversations and vocabulary. Key points covered include greetings to use when answering calls, asking the caller who is speaking and who they want to speak to, clarifying names, spelling names, asking the caller to leave a message or hold. The document emphasizes keeping calls brief by avoiding open-ended questions, setting time limits, and offering alternative methods for future contact before ending the call.
The document provides guidance on telephone etiquette and best practices for communicating over the phone in business contexts. It includes examples of answering the phone for a company, taking messages, and phrases to use when needing clarification or repetition on a call. It also offers ways to politely end a phone conversation.
Màu be Nâu Thanh lịch Đơn giản Phông chữ Serif cho Doanh nghiệp Bản thuyết tr...HunhMinhChuNguyn1
This document provides guidance on making and receiving phone calls in both formal and informal contexts. It offers sample phrases for introducing oneself, asking for the caller's name, requesting to put the caller on hold, taking a message, leaving a message, and ending a phone call politely in different situations. The phrases are provided in both formal and informal language as appropriate for different contexts.
This document provides guidance on proper telephone etiquette and techniques for customer service representatives. It begins with objectives for a workshop on telephone skills, which are to greet people appropriately, introduce oneself and others, serve customers properly, use effective call greetings, employ good telephone techniques and manners, and be confident on the phone.
It then gives suggestions for formal and polite speech on business calls. Guidelines are provided for greetings, introductions, taking messages, answering multiple lines, and closing calls. Sample conversations demonstrate proper interactions. Throughout, the document emphasizes speaking with a smile, courtesy, clarity and avoiding phrases like "I don't know." The overall message is to handle phone interactions professionally and helpfully.
This document provides phrases and examples for making phone calls, appointments, and leaving messages. It includes greetings, asking for someone, stating a purpose, putting someone on hold, clarifying availability, taking and leaving messages, and confirming appointments. Sample dialogues demonstrate booking and rescheduling appointments.
Lớp học ảo Tiếng Anh miễn phí tuần 4 với chủ đề "Taking on the phone" ngày 26/4/2013.
Hãy tham gia lớp học ảo của Đại học trực tuyến vào thứ 6 hàng tuần để được giao lưu với giáo viên và các học viên qua các chủ đề thú vị.
PPT bahasa inggris / bdsi - cellphone / TelephoneErika N. D
1. The document provides guidance on telephone etiquette and commonly used phrases for both formal and informal phone calls.
2. It suggests being polite by using words like "could", "would", and "please" for business calls and more casual phrases like "thanks" and "okay" for informal calls.
3. The document offers examples for introducing oneself, asking for someone, leaving or taking a message, and saying goodbye to help ensure phone calls go smoothly.
Proper telephone etiquette is important to make a good first impression and maintain professionalism. Some key aspects of proper etiquette include answering calls promptly, using a friendly greeting, being courteous, listening attentively, speaking clearly, and ending calls politely. When mistakes happen, it is best to apologize, make things right, learn from the experience, and prevent recurrences.
"Now more than ever your practice can't afford to be average!"
Here are some helpful hints for Elective Surgery Practice Telephone Etiquette. Start turning more calls to consults!
The document provides guidance on proper telephone etiquette. It discusses best practices for answering and making calls, including identifying yourself clearly, speaking politely, and asking for clarification if needed. Specific tips are offered for call volume, language, interruptions, endings calls, taking and leaving messages, and using cellphones. Sample telephone scenarios demonstrate polite interactions.
The assistant handles the call politely but avoids transferring the caller to her boss. She states multiple times that her boss is unavailable or busy. When the caller asks to send information about his products, she finally suggests this but should have done so sooner rather than wasting time. Ideally, she could have politely declined interest upfront instead of prolonging the call. Cold calling involves unsolicited calls to prospects not expecting contact, usually as the start of a telemarketing sales process.
This document discusses the importance of proper telephone etiquette when answering calls for a medical practice. It notes that a caller's first impression is formed in their first few seconds of contact over the phone. Using proper etiquette, such as greeting callers politely and speaking clearly, leaves callers with a favorable impression and is important for maintaining professionalism. The document provides guidance on various aspects of phone etiquette, including greeting callers, taking messages, handling difficult callers, and ending calls appropriately.
I)workshop pres. perfect vs simple pastGHoltappels
The document discusses the differences between using the present perfect and simple past tenses in English. It provides examples of when to use each:
- The present perfect is used for actions that began in the past and continue in the present, or when the result of the action is relevant now. The simple past is used for actions fully in the past.
- Signal words like "already" or "for" indicate unfinished time requiring present perfect, while words like "yesterday" or specific past times use simple past.
- Examples show using the present perfect to discuss current relevance or unfinished timelines, and simple past for finished past actions or times.
I)workshop pres. perfect vs simple pastGHoltappels
The document discusses the differences between using the present perfect and simple past tenses in English. It provides examples of when to use each:
- The present perfect is used for actions that began in the past and continue in the present, or when the result of the action is relevant now. The simple past is used for actions fully in the past.
- Signal words like "already", "today", and "for" indicate unfinished time requiring the present perfect, while words like "yesterday" and specific past times use the simple past.
- Examples show using the present perfect to discuss current relevance or unfinished timelines, and the simple past for finished past actions or to ask about specific past times.
The document discusses gerunds and their usage. A gerund is a verb form ending in "-ing" that functions as a noun. Gerunds can be the subject of a sentence, or follow certain verbs like "to avoid", "to enjoy", and prepositions. Examples are provided like "smoking is not allowed" and "I look forward to meeting you." The document also provides exercises for readers to practice identifying and using gerunds.
The document discusses prepositions in English and Dutch. It provides examples of common prepositions of place such as "in", "at", "on", and of time such as "on", "at", "in". It notes that some English prepositions can have multiple Dutch meanings and some seem similar but have different meanings. Exercises are included to practice using the correct prepositions of place and time in sentences.
This document discusses reflexive and reciprocal pronouns and verbs in English. It provides examples of reflexive pronouns like myself, yourself, himself, herself, itself, ourselves and yourselves. It explains that reflexive pronouns are used when the subject and object are the same. Reciprocal pronouns like each other and one another are used when the subject and object refer to a two-way or multi-way relationship between people. The document provides examples of sentences using reflexive and reciprocal pronouns correctly and discusses the differences between their meanings.
This document discusses adverbs of frequency in Dutch. It provides examples of common adverbs of frequency like always, usually, often, sometimes, rarely, never, and explains that these adverbs are placed before the main verb of a sentence, or after the verb 'to be'. It also notes that for sentences with more than one verb, the adverb of frequency goes after the first helping verb. An exercise is included to practice placing adverbs of frequency in sentences correctly.
The document discusses the different uses of the -ing form in English:
1) As a continuous/progressive verb form to describe actions happening now (e.g. "I am walking").
2) As a gerund noun, used like a noun (e.g. "Running is good exercise").
3) As a present participle adjective, modifying nouns (e.g. "The dancing teacher").
This document discusses conjunctions or linking words in Dutch. It provides examples of different types of conjunctions including choice conjunctions like "or", listing conjunctions like "and", consequence conjunctions like "so", reason/cause conjunctions like "because", and contrast conjunctions like "but". It also discusses the differences between conjunctions like "though", "although", and "even though". Finally, it provides exercises for students to practice using different conjunctions in sentences.
The document discusses the use of quantifiers such as "much", "many", "a little", "a few" in English. It explains that "much" and "many" are used in questions and negative sentences, while "a lot of" is used in positive sentences. "Much" is used with uncountable nouns and "many" with countable nouns. "A little" and "a few" are also discussed in terms of their use with countable and uncountable nouns. Examples are provided to illustrate the differences.
A workshop hosted by the South African Journal of Science aimed at postgraduate students and early career researchers with little or no experience in writing and publishing journal articles.
বাংলাদেশের অর্থনৈতিক সমীক্ষা ২০২৪ [Bangladesh Economic Review 2024 Bangla.pdf] কম্পিউটার , ট্যাব ও স্মার্ট ফোন ভার্সন সহ সম্পূর্ণ বাংলা ই-বুক বা pdf বই " সুচিপত্র ...বুকমার্ক মেনু 🔖 ও হাইপার লিংক মেনু 📝👆 যুক্ত ..
আমাদের সবার জন্য খুব খুব গুরুত্বপূর্ণ একটি বই ..বিসিএস, ব্যাংক, ইউনিভার্সিটি ভর্তি ও যে কোন প্রতিযোগিতা মূলক পরীক্ষার জন্য এর খুব ইম্পরট্যান্ট একটি বিষয় ...তাছাড়া বাংলাদেশের সাম্প্রতিক যে কোন ডাটা বা তথ্য এই বইতে পাবেন ...
তাই একজন নাগরিক হিসাবে এই তথ্য গুলো আপনার জানা প্রয়োজন ...।
বিসিএস ও ব্যাংক এর লিখিত পরীক্ষা ...+এছাড়া মাধ্যমিক ও উচ্চমাধ্যমিকের স্টুডেন্টদের জন্য অনেক কাজে আসবে ...
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2. 2
CONTENTS:CONTENTS:
1. General
2. Telephone etiquette
3. Suggestions for…
Answering the phone, introduction
Asking for someone
Someone is not at the number you called
Transferring a call
The person has another call
The person is unavailable / availability
Asking someone to repeat information
Asking for the caller’s name
Asking a person to clarify their name
Messages
Starting and ending a conversation
Answering services
4. Oral exercises
5. The international telephone alphabet
6. Number pronunciations & symbols
7. Oral exercises & discussions
3. 3
TEL·E·PHONE
noun: An instrument that
converts voice and other sound
signals into a form that can be
transmitted to remote locations and
that receives and reconverts waves
into sound signals.
verb: To communicate by
telephone
Synonyms:
buzz, call, ring, dial, phone
Idioms:
get someone on the horn
give someone a buzz
Etymology:
Tele- comes from the Greek
form tele- , meaning afar, far off,
while phone comes from the Greek
phon- meaning sound, voice.
GENERALGENERAL
4. 4
GENERALGENERAL
We do not telephone to someone.
No preposition is needed:
We make a phone call
We dial a number
We contact someone by phone
We give someone a call
We give someone a ring
We telephone someone
We get hold of someone
We get in touch with someone
What does this mean?
Put someone through
Put someone on hold
Hang up on someone
Tie up the line
5. 5
TELEPHONE ETIQUETTETELEPHONE ETIQUETTE
HOW TO SPEAK
Speak with a rich, vibrant voice. Smile with your voice!
Speak with a melodious rather than a monotone voice
Speak moderately loudly at a moderate pace – varying both for
appropriate emphasis
HOW MANY RINGS TO ALLOW
Answer no later than the third ring
HOW TO GREET CUSTOMERS ON THE PHONE
Discontinue any other conversation or activity such as eating, chewing
gum, typing, etc that can be heard by the calling party.
Give your first and last name and identify your department
When transferring a call, be sure to explain to the caller that you are doing
so and where you are transferring them.
If the caller has reached the wrong department, be courteous. If possible,
attempt to find out to whom they should speak. They will appreciate it.
REMEMBER
You may be the first and only contact a person may have with your department,
and that first impression will stay with the caller long after the call is completed.
6. 6
SUGGESTIONS FOR…SUGGESTIONS FOR…
ANSWERING THE PHONE
Company X, good morning.
Company X, how may I help you?
Company X, Janet Jones speaking.
This is Janet Jones of company X, good morning.
INTRODUCTIONS
Good morning, Kevin Black speaking.
Hello. This is Kevin Black here.
Good morning. My name is Kevin Black.
This is Kevin Black speaking.
How to Greet Customers on the
Phone Give your first and last name.
Identify your department.
7. 7
SUGGESTIONS FOR…SUGGESTIONS FOR…
ASKING FOR SOMEONE
Could I speak to Mr Smith, please?
I’d like to speak to Mr Smith, please?
I’m trying to contact Mr Smith.
Is Mr Smith available?
Could you put me through to the HR department?
Could you tell me what time the Managing Director
will be available?
Could you tell me who is in charge of invoicing?
Could you transfer me to extension 34, please?
Could you put me through to sales, please?
8. 8
SUGGESTIONS FOR…SUGGESTIONS FOR…
SOMEONE IS NOT AT THE NUMBER YOU CALLED
I’m sorry, but he doesn’t work here
anymore.
I’m sorry, he has retired.
I’m afraid we don’t have anybody here by
that name.
Sorry, there’s no one of that name working here.
He’s not at this number any longer. His
new number is 122 078
I’m sorry but this is extension 232 not 323.
Sorry, I think you’ve got the wrong number.
Would you like to speak to somebody else?
9. 9
SUGGESTIONS FOR…SUGGESTIONS FOR…
TRANSFERRING A CALL
I’ll check if he’s in.
Just a moment please, I’ll put you
through to Mr Smith.
One moment please, I’ll transfer
you…
Just connecting you now.
10. 10
SUGGESTIONS FOR…SUGGESTIONS FOR…
THE PERSON IS UNAVAILABLE
I’m afraid Mr Smith is not available right
now.
I’m afraid Mr Smith is unavailable at the
moment.
I’m afraid Mr Smith is not in today.
I’m afraid Mr Smith is in a meeting.
I’m afraid Mr Smith is on holiday.
I’m afraid Mr Smith is out for lunch.
I’m afraid Mr Smith is on sick-leave.
I’m afraid Mr Smith is on paternity leave.
I’m afraid Mr Smith has just left for the
day.
I am sorry, but he is out of town.
I’m sorry, there’s no reply.
He’s not available this morning but if
you could phone again this afternoon he
should be in the office by then.
I’m afraid Mr Smith is
abroad/away for a couple
of days/away on business.
11. 11
SUGGESTIONS FOR…SUGGESTIONS FOR…
AVAILABILITY
He’ll be back tomorrow morning.
He’ll be back the day after tomorrow.
He’ll be back next week.
He’ll be back in the afternoon.
He’ll be back later this afternoon.
He’ll be back by noon on Wednesday.
He should be available after two o’clock.
He should be available before the
meeting.
He should be available at half past one.
He should be available in an hour.
He is on leave of absence until May 7th
.
He won’t be back until Friday.
He’ll be at the office on the 23rd
.
He’ll be free at two thirty.
He’ll be back from lunch after one
o’clock.
12. 12
SUGGESTIONS FOR…SUGGESTIONS FOR…
ASKING SOMEONE TO REPEAT
Sorry, I couldn’t hear what you said.
Sorry, I can’t hear you. We have a
bad connection.
I’m afraid it’s a bad line. Could you
speak up, please?
Could you speak a bit more slowly,
please?
Would you mind repeating that?
Would you repeat your company’s
name, please.
Could you repeat that, please?
Could you read that back to me,
please?
13. 13
SUGGESTIONS FOR…SUGGESTIONS FOR…
ASKING FOR THE CALLER’S NAME
May I ask who’s calling?
Who’s speaking, please?
Who shall I say is calling?
May I have your name, please?
From whom can I leave a message?
ASKING THE PERSON TO CLARIFY
THEIR NAME
Could you spell your name, please?
How do you spell your name, please?
Would you mind spelling that,
please?
14. 14
SUGGESTIONS FOR…SUGGESTIONS FOR…
I’m sorry, but the number’s engaged.
I’m sorry, but the line is busy.
Would you like to hold?
Could you call back later?
Would you like to wait until he has
finished his call?
I’m sorry, but Mr Smith is
on another line.
Shall I ask him to phone
you back?
THE PERSON IS ON ANOTHER PHONE
CALL
15. 15
MESSAGES
Would you like to leave a message?
Could I take a message for Mr Smith?
Can I give him a message?
Shall I ask Mr Smith to call you back?
I’ll pass on the message as soon as he gets in.
I could give you his mobile number if you need to
contact him right away.
Could you please ask Mr Smith to call me?
Could you take a message for him?
Could you tell Mr Smith I rang?
SUGGESTIONS FOR…SUGGESTIONS FOR…
16. 16
SUGGESTIONS FOR…SUGGESTIONS FOR…
STARTING THE CONVERSATION
How are you, Mr Smith?
Nice to hear from you, Mr Smith. How are you?
How are things going over there?
How are things with you, Mr Smith
I am phoning you about…
I’m calling to let you know that…
I’m calling on behalf of Mr Jones.
I got your message and I am returning
your call regarding…
Sorry to trouble you, but…
Sorry to call you away from your meeting, but…
17. 17
ENDING THE CONVERSATION
It was nice talking to you, Mr Smith.
Thank you for calling, Mr Smith.
I am glad you called. Thank you for the information.
I hope I’ll be hearing from you soon.
I’ll see to it first thing tomorrow.
I’ll check it straight away.
I look forward to hearing from you soon.
I’ll send you the quotation by mail.
I’ll e-mail you the details.
I’ll look forward to getting your confirmation
next week.
Thank you for your help. Bye.
Until next Thursday then!
I’ll get back to you as soon as possible.
You'll be hearing from us very soon.
I'll see you on the 30th then.
See you soon! Goodbye, Mr Smith!
SUGGESTIONS FOR…SUGGESTIONS FOR…
18. 18
SUGGESTIONS FOR…SUGGESTIONS FOR…
ANSWERING SERVICE
This is company X’s automatic answering
service.
Our office hours are from 8am to 4 pm.
Our office is closed for the holidays.
Our office is closed between Christmas and
New Year.
Our office is closed until July 15th
.
We will be open for business from January 2nd
.
Business will resume on August 16th
.
If you would like to leave a message press 1.
Please state your name, telephone number and the
reason for your call and we will get back to you back
as soon as possible.
We apologise for any inconvenience.
Thank you for calling and have a nice day.
19. 19
ORAL EXERCISEORAL EXERCISE
1. Mr. Smith, your customer is __________the line.
2. Could I speak __________Miss Jones, please?
3. Could you look ______________ a number
__________the Yellow Pages __________me?
4. Look __________the classified section __________
telecommunications.
5. Which department does he work __________ ?
6. You won’t find me __________the phone book. I have an
unlisted number.
7. We’ve been cut __________again.
FIND THE
CORRECT
PREPOSITION:
20. 20
8. It’s a bad line. Hang __________and I’ll ring you back.
9. He’s not __________I’m afraid.
10. Can I put you _________ to his secretary instead?
11. Do you happen to know the country code
__________Sweden?
12. I can’t hear you very well. Would you speak__________
please?
13. Make the bookings__________ phone, then send an e-
mail to confirm them.
14. I’ll see if I can get hold__________ her __________
you.
ORAL EXERCISEORAL EXERCISE
21. 21
15. Mr. Smith, there’s a call_________ you.
16. I’m calling __________ your ad __________ today’s
paper.
17. I’ll ring you back__________15 minutes.
18. Can you take our order_________ the phone?
19. Naturally I’ll send a confirmation_________ writing
later__________.
20. He’s been _________ the phone__________ the last 45
minutes.
21. Goodbye, and remember__________ give my regards
__________ your wife.
ORAL EXERCISEORAL EXERCISE
22. 22
22. I’m very grateful __________ you __________all your
help.
23. Don’t you have any record__________ our order?
24. We placed the order__________ you last month.
25. Sorry, we have nobody here__________ that name.
26. It’s still busy. She must have left the phone__________
the hook.
27. There’s no Mr. Smith__________ this number, I’m
afraid.
28. ‘Reverse charges’ means that they pay__________ the
other end.
ORAL EXERCISEORAL EXERCISE
23. 23
SITUATION:
The called party is not
in the office. Suggest a
more tactful response:
Miss Smith is unavailable right now. But if you call 09-1122445 in
about an hour , she should be able to take your call.
Miss Smith is busy.
Miss Smith is unavailable at the moment. Would you like to leave a
message on her voicemail?
Miss Smith doesn't
want to be disturbed.
Miss Smith is out of the office for the day. Could someone else help
you or would you like to leave a message?
Miss Smith took the
day off.
I expect him shortly. Would you like to leave a message on his
voicemail?
Mr. Smith hasn't come
in yet.
Mr. Smith has stepped out of the office. Would you like to leave a
message on his voicemail?
Mr. Smith is in the
men's room.
Mr. Smith has stepped out of the office. Would you like to leave a
message on his voicemail?
I don't know where
Mr. Smith is.
Mr. Smith is not in the office at the moment. Would you like to leave
a message on his voicemail?
Mr. Smith is out.
Tell the Caller:What You Mean:
ORAL EXERCISEORAL EXERCISE
24. 24
THE INTERNATIONALTHE INTERNATIONAL
TELEPHONE ALPHABETTELEPHONE ALPHABET
Phonetic ICAO British International
Pronunciations (International
Civil Aviation
Organization)
A ei Alfa Alfred Amsterdam
B bii Bravo Benjamin Baltimore
C sii Charlie Charles Casablanca
D dii Delta David Denmark
E ii Echo Edward Edison
F ef Fox-trot Frederick Florida
G dzi Golf George Gallipoli
H eit∫ Hotel Harry Havana
I ai India Isaac Italy
J dzei Juliet Jack Jerusalem
K kei Kilo King Kilogram
L el Lima London Liverpool
M em Mike Mary Madagascar
N en November Nellie New York
A as in Alpha
25. 25
Phonetic ICAO British International
Pronunciations (International
Civil Aviation
Organization)
O ou Oscar Oliver Oslo
P pii Papa Peter Paris
Q kju Quebec Queen Quebec
R aar Romeo Robert Rome
S es Sierra Samuel Santiago
T tii Tango Tommy Tripoli
U juu Uniform Uncle Uppsala
V vii Victor Victor Valencia
W dabljuu Whiskey William Washington
X eks X-ray X-ray Xantippe
Y wai Yankee Yellow Yokohama
Z zed, zii Zulu Zebra Zurich
THE INTERNATIONALTHE INTERNATIONAL
TELEPHONE ALPHABETTELEPHONE ALPHABET
Å a with a small circle over it
A capital ei
Ä a with two dots
Ö o with two dots
O as in Oscar
26. 26
NUMBERPRONUNCIATIONSNUMBERPRONUNCIATIONS
& SYMBOLS& SYMBOLS
1 VAN
2 TOO
3 TREE
4 FOOR
5 FAIV
6 SIX
7 SEVEN
8 EIT
9 NAIN
0 SIIRO
. De Si Mal
' apostrophe
@ at
ABCD capitals
abcd lower case characters
- dash
é e acute
è e grave
- hyphen
~ tilde
ü u-umlaut
.fi dot fi
2.3 two point three
SYMBOLSNUMBER PRONUNCIATIONS
27. 27
1. Philip Denham
2. Caroline Johnson
3. Janet Fulton
4. Maria Mensbrugghe
5. Cheryl Knox
6. Eleanor Urquhart
7. Andrew Pennock
8. Bob Joinel
9. Jennifer Wabsworth
10. Madeleine Esterhazy
11. Jouni Pääkkönen
12. Mirja Uusimaa
13. Mikko Tervajoki
14. Stella Kyröjärvi
15. Tuomas Välikoski
16. Tina Mårtenson
ORAL EXERCISEORAL EXERCISE
SPELL THE
FOLLOWING
NAMES
28. 28
A telephonic conversation…
- Hello, are you there?
- Yes, who are you, please?
- Watt
- What’s your name?
- Watt is my name.
- Yes, what is your name?
- My name is John Watt.
- John what?
- Yes.
- ???? I’ll call you again.
- All right. Are you Jones?
- No, I’m Knott.
- Will you tell me your name then?
- Will Knott.
- Why not?
- My name’s Knott.
- Not what?
- Not Watt, Knott!
- What…
The telephone gives us
the happiness of being
together yet safely
apart.
Cooley, Mason
Well, if I called the
wrong number, why
did you answer the
phone?
Thurber, James
TELEPHONE JOKESTELEPHONE JOKES
29. 29
Mr. Smith complains about the way he was treated over
the phone on different occasions. Read his statements and
discuss them:
1. ”The caller was very rude and became offensive when I asked for his
full name. He just wouldn’t give it.”
Exercise: Spell your name in English with the international telephone
alphabet.
2. ” They let me talk on and on only to realize that they were not the
person I should have been talking to.”
Discussion: Can you recall a time this happened to you?
3. ”I called the wrong department for help, they didn’t give me any
suggestions as to where I should be calling, they just said, 'I don't
know, not our department.'”
Exercise: What should the frequently asked questions be and what
should you reply?
ORAL EXERCISEORAL EXERCISE
30. 30
4. "They didn’t listen clearly to my needs, then they transferred me to the
wrong person.“
Discussion: What should you find out before transferring a call?
5. ”I was disconnected when they transferred my call."
Exercise: What vocabulary would you use when transferring a call?
6. "They answered with an aggravated voice, as if I disturbed them by
calling.“
Discussion: In what situations might you be annoyed when answering
the phone?
ORAL EXERCISEORAL EXERCISE
DISCUSSION
What is your opinion of good telephone etiquette?
Do you find it differs in different countries and cultures?
Have you personally got "hands-on" experience with good and bad
telephone etiquette?